Across
- 5. Guidelines and rules established by a company that govern its operations and define the relationship with customers, including return policies and service guarantees.
- 6. Tailoring services or communications to meet the individual needs and preferences of customers, often based on collected data.
- 8. A communication technique that involves fully concentrating, understanding, responding, and remembering what the customer says.
- 14. The ongoing relationship and commitment of a customer to return to a business for repeat purchases.
- 15. A measure of how products or services supplied by a company meet or surpass customer expectations.
Down
- 1. A business strategy that involves managing interactions with customers to enhance relationships and improve satisfaction.
- 2. The process of finding solutions to difficult or complex issues, particularly in handling customer complaints or challenges.
- 3. Software and technology systems used to manage customer relationships and data, including databases, analytics software, and communication platforms.
- 4. The process of gathering information about customers, such as contact details and purchase history, to improve service and marketing strategies.
- 7. The way in which a business is arranged, including roles, responsibilities, and communication pathways, which can affect CRM efforts.
- 9. An ongoing effort to enhance products, services, or processes to increase efficiency and effectiveness.
- 10. A plan that outlines how a business will use customer data and interactions to achieve specific goals and improve customer relationships.
- 11. The ability to understand and share the feelings of another person, which is essential for effective customer service.
- 12. The beliefs, values, and behaviors that shape how a company's employees and management interact with each other and with customers.
- 13. The practice of ensuring that all interactions between a customer and a business are positive and meet customer needs.